AI Operations Manager

About the role

Fanatics is building a leading global digital sports platform. We ignite the passions of global sports fans and maximize the presence and reach for our hundreds of sports partners globally by offering products and services across Fanatics Commerce, Fanatics Collectibles, and Fanatics Betting & Gaming, allowing sports fans to Buy, Collect, and Bet. Through the Fanatics platform, sports fans can buy licensed fan gear, jerseys, lifestyle and streetwear products, headwear, and hardgoods; collect physical and digital trading cards, sports memorabilia, and other digital assets; and bet as the company builds its Sportsbook and iGaming platform. Fanatics has an established database of over 100 million global sports fans; a global partner network with approximately 900 sports properties, including major national and international professional sports leagues, players associations, teams, colleges, college conferences and retail partners, 2,500 athletes and celebrities, and 200 exclusive athletes; and over 2,000 retail locations, including its Lids retail stores. Our more than 22,000 employees are committed to relentlessly enhancing the fan experience and delighting sports fans globally. Launched in 2021, Fanatics Betting and Gaming is the online and retail sports betting subsidiary of Fanatics, a global digital sports platform. The Fanatics Sportsbook is available to 95% of the addressable online sports bettor market in the U.S. Fanatics Casino is currently available online in Michigan, New Jersey, Pennsylvania and West Virginia. Fanatics Betting and Gaming operates twenty-two retail sports betting locations, including the only sportsbook inside an NFL stadium at Northwest Stadium. Fanatics Betting and Gaming is headquartered in New York with offices in Denver, Leeds and Dublin. Fanatics Betting & Gaming (FBG) is building some of the most advanced AI-powered customer experience systems in the betting and gaming industry. We are investing heavily in a portfolio of generative AI initiatives and are looking for an AI Operations Manager to help bring these capabilities to life and keep them running at scale. This role sits at the intersection of applied AI, data analytics, and customer operations. You will own the day-to-day performance, iteration, and quality of our AI systems, with a particular emphasis on our customer-facing AI Agent. Beyond the AI Agent, you will support an expanding portfolio of AI tools that augment our customer support agents and proactively resolve customer issues before they escalate. You bring hands-on technical depth in how AI systems work, a strong instinct for data, and the ability to translate insights into meaningful product improvements.

Responsibilities

• AI Agent Ownership
• Own the end-to-end performance of FBG's GenAI customer service AI Agent, from prompt engineering and quality to escalation logic and containment metrics.
• Drive continuous improvement across containment rate, resolution rate, retention rate, and user satisfaction with a data-first approach to prioritization.
• Design and refine conversational flows, intent coverage, fallback handling, and multi-turn experiences in close partnership with Engineering and Product.
• Ensure chatbot responses are accurate, policy-compliant, brand-aligned, and safe, including guardrails for hallucination prevention and confident human handoff thresholds.
• Own knowledge article quality and freshness, including ingestion workflows and automated content evaluation.
• CS Agent Co-Pilot & Emerging AI Systems
• Support the buildout and optimization of an AI co-pilot for customer support agents, including response suggestions, knowledge surfacing, and real-time guidance tooling.
• Contribute to the development of an in-app predictive troubleshooting system that proactively identifies and resolves customer issues before they require agent intervention.
• Flex across additional AI initiatives as the portfolio grows; this role is built for breadth, and the roadmap will evolve alongside FBG's AI ambitions.
• AI Systems Operations & Quality
• Monitor CS AI system performance daily; identify regressions, anomalies, and edge cases before they impact customers.
• Support and help maintain QA frameworks, evaluation datasets, and testing protocols across AI systems.
• Own incident response for AI-related issues, including root-cause analysis, corrective actions, and post-mortems.
• Establish and evolve governance processes for model updates, prompt changes, content refreshes, and release readiness.
• Data & Performance Analytics
• Own the analytics layer for AI system performance, building dashboards, writing SQL, and generating insights that drive roadmap decisions.
• Synthesize signals from conversation data, user behavior, agent feedback, and operational metrics to identify opportunities and surface risks.
• Translate complex data findings into clear narratives for both technical and non-technical stakeholders, including executiv

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